ComplaintsforSonora Quest Laboratories of Tucson
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been continuously getting emails about a past due bill that I thought had been resolved last month. There was allegedly an error in their billing system and they were supposed to be refunding me for $19.36 which is what I paid when I had been billed the first time. Now I’m getting the same emails about a past due bill being sent to collections and the extremely frustrating part is that the new emails are stating that the amount my insurance paid is what I had originally paid. I’ve tried to call and I have submitted my receipts several times. I’m growing increasingly frustrated by this issue and I want the misleading threats about sending me to collections and these harassing emails to stop once and for all. Fix your systems and stop harassing people!Business response
07/22/2024
Please see attachedInitial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I MISTAKEN ordered a Women's health test for myself, I'm a male.Immeduatly after I payed they sent me a confirmation email, I noticed the mistake. I called and talked with them , they said they would issue a refund, it could take up to 14 days, after 14 days I called again, wad told there was never a refund request submitted, buy they would do that then, same thing up to 14 days. After the next 14 days, nothing happened again. I have been calling pretty much every 2 weeks since March 21, everything they say they will refund the money but nothing ever happens.One lady told me that when the order expires, June 20, and they see the order was never filled, they would refund, they never did again. I called again, same story, I would get my refund in 14 days. Nothing ever happens, it's been since March 21, and now it's July 09. I can not even get a Women's health test,I want a refund of the whole amount 110.00.Business response
07/22/2024
Please see attachedInitial Complaint
02/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am a veteran and use the department of veteran’s affairs services. There is a program called Community Care where if we as patients cannot be seen in a timely manner, we get referred out into the community with a vendor that is covered under the VA. I was sent out to see a dermatologist who requires yearly lab work which there has been an authorization for every single time. The front receptionists at Sonora Quest always ask me for my insurance card and in those cases, I use my VA identification card. It seems like they never bill TRIWEST which would clearly state to do so if they’ve ever contacted my insurance. I should never have to pay for these services. I’ve contacted them multiple times over the years regarding this and it has yet to be taken cared of and now is in collections.Business response
02/22/2024
Please see attached.Customer response
02/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21297118, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.My provider’s office usually includes the authorization number on the lab orders and apparently they never did. Thank you for clearing up this matter and I will be aware of information needed for next time.
Regards,
Naomi Quitugua
Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
- January 4, 2024 - $106 - Blood draw and testing - I paid in full and they outsourced the testing to another lab who further charged me and submitted to my insurance. - Business has not responded - No advertisingBusiness response
02/15/2024
*-Please see attachment-*Initial Complaint
07/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Had 3 viles of blood drawn 2.5 months ago. Employees Denying I ever went in to get my blood drawn. Can't get my blood test results to cope mesquite site. I'm sick of the systems abuse. Where is my blood samplesBusiness response
07/28/2022
July 27, 2022
Better Business Bureau
120 N. Stone Ave Suite 200.
Tucson, AZ. 85701
Re: ******* ******
Date of Birth: 04/03/1980
Date of Service: 05/13/2022
We are writing in response to your request for information regarding your member concern. Sonora Quest
Laboratories (SQL) has completed the investigation into the matter for case #17606680 and the findings
are as follows.
It is alleged that the patient had, “3 vials of blood drawn 2.5 months ago. Employees denying, I ever went
in to get my blood drawn. Can’t get my blood test result to cope mesquite site. I’m sick of the systems
abuse. Where is my blood samples?”
Our findings are as follows:
? Samples were collected at 12:54 PM on 05/13/2022 at one of our Sonora Quest Laboratories
Patient Service Centers.
? Samples were sent to our Sonora Quest Laboratories testing locations.
? Results were reported and distributed to the patient’s healthcare provider at 09:36 AM on
05/14/2022.
? All samples were processed and reported within the established turnaround time.
? A Sonora Quest Laboratories Account Manager reached out to the client to verify that the results
are being received for this and all other patients. The client’s office has stated they are receiving
results as expected.
? Patient results are electronically transmitted to the patient portal immediately after testing is
completed. Patients have access to their test results as soon as they are in the patient portal.
Thank you for bringing this concern to our attention and allowing us the opportunity to provide a
response. Please feel free to contact us with any questions or requests for further information.
Sincerely,
Jennifer Ord | System Director, Quality
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
4 complaints closed in the last 12 months.